Last updated: 2026-05-10 · v1

Terms of Service

Effective Date: 2026-05-11 Last Updated: 2026-05-11 Version: 1.0

These Terms of Service ("Terms") form a binding legal agreement between you ("you", "User") and GRANDROUTES GLOBAL PTE. LTD. (UEN: [TBD], Singapore), operating the Gvoya platform — The World's AI Voyage Concierge — including the websites at gvoya.com, b2b.gvoya.com, supplier.gvoya.com, mobile applications, and AI conversation services (collectively, the "Service"). By accessing or using the Service, you agree to these Terms and to our Privacy Policy, Cookie Policy, Booking Terms, Cancellation Policy, and Acceptable Use Policy, each incorporated herein by reference.

1. About Gvoya

Gvoya is an AI-native voyage concierge platform that connects travelers with expedition cruises, river cruises, ocean voyages, luxury yacht charters, and related extraordinary travel experiences offered by independent third-party suppliers ("Suppliers"). Gvoya acts as an intermediary booking agent; we are not the operator or carrier of any voyage. The contractual relationship for the carriage and supply of travel services is between you and the relevant Supplier, subject to that Supplier's own terms and conditions, which are made available to you before purchase.

2. Eligibility

You must be at least 18 years old (or the age of majority in your jurisdiction) and have full legal capacity to form binding contracts. By creating an account, you represent that all information you provide is true, accurate, current, and complete, and that you are not barred from receiving the Service under the laws of any applicable jurisdiction. Gvoya reserves the right to refuse service, terminate accounts, or decline bookings at our sole discretion.

3. Accounts and Security

To use certain features, you must register an account by providing your email address and other required information. You are responsible for safeguarding your credentials and for all activities that occur under your account. You must notify us promptly at security@gvoya.com of any unauthorized use. We use cryptographic password hashing, JWT session tokens with limited lifetimes, and AES-256-GCM encryption for sensitive personal data such as passport numbers.

4. AI Concierge — Nature of the Service

Gvoya's core feature is an artificial-intelligence concierge ("AI Concierge") that interprets your voyage preferences and recommends matching offerings from our Supplier network. You acknowledge and agree that:

a. Recommendations are non-binding. AI suggestions are generated probabilistically and may contain errors, omissions, or outdated information. You are solely responsible for verifying voyage details (price, itinerary, dates, cabin features, passenger requirements) before confirming a booking.

b. Conversation logs. Your messages with the AI Concierge are logged for service quality, dispute resolution, regulatory compliance, and continued improvement of the Service. The retention and use of these logs are governed by the Privacy Policy.

c. Automated decision-making. Pursuant to Article 22 of the EU General Data Protection Regulation ("GDPR"), Article 24 of China's Personal Information Protection Law ("PIPL"), and analogous provisions in the California Consumer Privacy Act ("CCPA") and Singapore's Personal Data Protection Act ("PDPA"), you have the right to object to decisions that produce legal or similarly significant effects on you that are based solely on automated processing. Gvoya's recommendations do not replace your final purchase decision; you may always request human assistance via support@gvoya.com.

d. Training and improvement. We may use de-identified, aggregated conversation data to improve the AI Concierge. We do not sell or license raw conversation logs to any third party for AI training without your explicit, separate consent.

5. Bookings and Payments

All bookings are subject to availability and confirmation by the relevant Supplier. By initiating a booking through the Service, you agree to the price, deposit, and balance payment schedule shown at checkout, as well as the Supplier's specific terms displayed on the voyage detail page. Detailed booking obligations, deposit/balance schedules, payment methods, and confirmation flow are governed by the Booking Terms.

Gvoya is not the merchant of record for travel services; payments are processed and remitted to Suppliers in accordance with our agreements with them. Where Gvoya acts as merchant of record (e.g., for our own service fees or platform memberships), this will be clearly identified at the point of sale.

6. Cancellations and Refunds

Cancellation rights, fees, and refund procedures are determined primarily by the operating Supplier's policy, which is binding on the booking. Gvoya's role is described in our Cancellation Policy and Refund Policy. In cases of force majeure (weather, mechanical failure, government action, pandemic restrictions, or other events beyond reasonable control), Suppliers' force-majeure provisions apply.

7. Intellectual Property

All content on the Service — including but not limited to design, source code, AI conversation outputs, photographs, voyage descriptions, brand assets ("Gvoya", the Gvoya logo, "Tell Us Your Dream. AI Does the Rest.", and "The World's AI Voyage Concierge"), and editorial copy — is owned by GRANDROUTES GLOBAL PTE. LTD. or its licensors and is protected by copyright, trademark, and other intellectual-property laws. You receive a limited, revocable, non-transferable license to access and use the Service for your personal, non-commercial purposes. You may not:

a. scrape, mirror, or systematically extract data from the Service by any means (including AI training crawlers, headless browsers, or automated agents); b. use the Service or any content thereon to train, fine-tune, evaluate, or benchmark any artificial-intelligence or machine-learning model; c. reproduce, distribute, modify, or create derivative works for commercial purposes; d. remove or obscure copyright, trademark, or other proprietary notices.

Violations may result in immediate account termination, civil action for damages, and criminal referral where applicable. The use of Gvoya brand assets by partners and suppliers is further governed by the Partner Agreement or Supplier Agreement, respectively.

8. Acceptable Use

You agree to use the Service in compliance with the Acceptable Use Policy, which prohibits, among other activities, fraud, impersonation, unauthorized access, scraping, AI training on our content, harassment, and any conduct that violates applicable law or third-party rights.

9. Third-Party Services and Suppliers

The Service integrates with third-party providers, including but not limited to: Anthropic (AI inference), Cloudflare (CDN, R2 storage, DDoS protection), Neon (PostgreSQL hosting), Resend (transactional email), Stripe / Alipay / WeChat Pay (payment processing), and Sentry (error monitoring). Each third party is a separate controller or processor of your data as appropriate; the terms governing those relationships are described in the Data Processing Agreement. Suppliers offering voyages on the Service have their own terms, privacy policies, and refund regimes which apply to your direct dealings with them.

10. Limitation of Liability

To the maximum extent permitted by applicable law, Gvoya's aggregate liability to you for any claim arising out of or relating to the Service or these Terms is limited to the greater of (a) the total amount of fees you paid to Gvoya (excluding amounts remitted to Suppliers) in the twelve (12) months preceding the claim, or (b) USD 100. Gvoya shall not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, data, goodwill, or substitute travel arrangements. Gvoya is not liable for the acts, omissions, breaches, or insolvency of any Supplier; the Supplier's own liability provisions and the consumer-protection law of the jurisdiction in which the voyage operates govern your direct claim against the Supplier.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited by applicable law.

11. Indemnification

You agree to indemnify, defend, and hold harmless GRANDROUTES GLOBAL PTE. LTD., its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising out of (a) your breach of these Terms; (b) your misuse of the Service; (c) content you submit; or (d) your violation of any applicable law or third-party right.

12. Modification of the Service or Terms

We may modify the Service at any time. We may amend these Terms by posting an updated version on the Service and (where required by applicable law) by notifying registered users by email or in-app notice. Material changes take effect thirty (30) days after notice unless a shorter period is required by law. Your continued use after the effective date constitutes acceptance. Each amended version is recorded with a content hash and version number, and your acceptance is logged with timestamp and truncated IP address as required for compliance evidence.

13. Termination

You may terminate your account at any time by writing to support@gvoya.com or by using the in-app account-deletion flow. We may suspend or terminate your account, with or without notice, for breach of these Terms, fraud, abuse, or where we are required to do so by law. Sections 7 (Intellectual Property), 10 (Limitation of Liability), 11 (Indemnification), 14 (Governing Law), and 15 (Dispute Resolution) survive termination.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Singapore, without regard to conflict-of-laws principles. Mandatory consumer-protection rights of the jurisdiction of your habitual residence (e.g., the EU consumer rights directives, the UK Consumer Rights Act 2015, the Australian Consumer Law) are not displaced by this clause.

15. Dispute Resolution

Before filing any formal claim, you agree to contact us at legal@gvoya.com and attempt good-faith resolution for at least sixty (60) days. Any dispute that cannot be resolved informally shall be finally resolved by binding arbitration administered by the Singapore International Arbitration Centre (SIAC) under its Arbitration Rules, by a sole arbitrator, in English, with the seat of arbitration in Singapore. EU and UK consumers retain the right to bring proceedings in the courts of their habitual residence under Brussels I-bis Recast and the equivalent UK regulations. California residents retain rights under California Code of Civil Procedure §1280 et seq. and may opt out of arbitration by writing to legal@gvoya.com within thirty (30) days of account creation.

Class arbitrations and class actions are not permitted to the maximum extent permitted by applicable law.

16. Entire Agreement; Severability

These Terms (together with the documents incorporated by reference) constitute the entire agreement between you and Gvoya concerning the Service. If any provision is held invalid or unenforceable, the remaining provisions remain in full force and effect.

17. Contact

GRANDROUTES GLOBAL PTE. LTD. (operating Gvoya) Registered office: [TBD], Singapore Email: legal@gvoya.com (legal) · support@gvoya.com (general) Data Protection Officer: dpo@gvoya.com

For privacy-specific requests, please use the dedicated flow at /account/legal-requests/new.